This is my third trip to Koh Samui and the 10th trip to Thailand over the last 5 years, and I chose this resort because of the very positive reviews on Trip Advisor and the Value-for-Money.
First off, the positive points about this resort:
- Very spacious rooms for the price. Most of the rooms would be suites in other 5 star hotels.
- Pool area and lounge chairs are extremely comfortable and it is steps away from the beach
- Reasonably good location if you are looking stay away from the hustle and bustle of Chaewong, but close enough (about 20 minutes)
- The daytime male reception staff was very friendly and the western lady restaurant manager was lovely and friendly
Negative Points :
- Resort is still under construction, and a lot of areas are dirty.
- Reception is very disorganized and unprofessional - overall poor hospitality
Now let me tell you about the problems that we had encountered with this resort.
1) Electricity Outage – Being in Thailand, I understand that these things can happen. Unfortunately, we just happened to be staying here on the date where they shut down the electricity for a couple of hours during the day. However, my problem was that there was no notice of any kind by the hotel staff about the shortage. We arrived back to the resort after a day out around 6pm, and realized that the electricity was out. The staff did not leave a message of any kind saying that there is a shortage, and we were trying different buttons for about 10 minutes trying to figure out how to turn the power on. At this point, I called the reception and they explained to me that there had been a shortage and the electricity will come on about 6:30 pm. The reception did not even explain to us how we are supposed to cope for 30 minutes in the dark. Very confused, I called the reception again and asked them what we should do for 30 minutes. They bluntly told us that there is a flashlight in the bedroom closet and they cannot do anything. We later found out that this resort did not have a back-up generator, where most other higher end resorts on the island do.
2) Hotel Car – On our third night at the resort, we decided to go to a lovely restaurant on the other side of town Nuch's Green Ta'lay Restaurant (which I have written about separately, and the restaurant was fantastic). We were kindly dropped off by the hotel car for 600 baht for a 30 minute drive, and the driver (who was actually very friendly) specifically told us to call the hotel if we wanted to be picked up by the hotel car. Since we know that local taxis in Koh Samui can be a little dirty with poor drivers, I had asked for the restaurant owner to call the hotel to have the hotel car pick us up since it would be a relatively long drive. To our surprise, after waiting 30 minutes a local taxi shows up at the restaurant. I called the hotel and asked them what had happened to the hotel car, since we could have easily called a taxi from the restaurant and we would have only had to wait 5 minutes. Which surprised me even more was the defensive attitude of the staff, and they told us (only at this time) that the hotel driver had gone home for the day. If the hotel driver had gone home for the day, that is fine, however we would have liked to have been notified of this if we were going to be picked up by a local cab after waiting 30 minutes. I don’t think I am being unreasonable here….
When I arrived back at the hotel, I had asked for the Director in charge and spoke to him about the number of issues we had encountered over the last couple of days. However, to the issues that I had raised, he kept on making justifications and excuses (which he claimed as reasoning), rather than simply apologize. All I really wanted to hear was that the hotel is genuinely sorry, and the actions they will take for this not to happen again. I believe that is purely standard practice in the hospitality industry.
In conclusion, I cannot recommend this hotel to anyone who is accustomed to 4 star customer service and above. The staff and management are clearly not trained in crisis management and customer service, and I was truly disappointed with my stay. Due to the above mentioned incidents and the management’s poor customer service, we decided to check out a day early. When we checked out, neither the reception or the management said good bye or even say thank you for staying with us (I was not even asking for an apology). We walked ourselves out to the hotel car, and left to the airport. This was the worst hotel/resort experience of my life.
- Official Description (provided by the hotel):
- Relax in your choice of deluxe one, two or four bedroom villas, stunning penthouses, and spacious suites. The villas and the penthouses have private chemical and salt water-free pools and all units are afforded the comforts of home with kitchens, coffee and tea making facilities, iPod docks, and free WiFi in every room. Guests enjoy privileged access to Samui's premier beach destination - the Beach Republic Ocean Club featuring fine dining, superb wines, fitness room, and the Asian Fusion Spa. ... more less
- Reservation Options:
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- Also Known As:
- Beach Republic The Residences Hotel Lamai Beach
- Beach Republic The Residences Ko Samui/Lamai Beach